Learning Support - Korean Bilingual

Service Delivery Management: Ensure all Service Level Agreement (SLAs) are met across account or region handled

• Performance Metrics: Review, report and manage team's performance metrics
• SLA, internal measures, utilization/cost, productivity, QA, etc.

Documentation Update: Ensure all process documents are up-to-date to reflect how current processes are being performed. Documents should be posted in the relevant repository database

Team Meetings: Organize and conduct regular team meetings to cascade information and gather inputs, feedbacks, concerns from the team and work on addressing them

Volumes Management: Monitor team's incoming work and any open balance for the day including peaks & valley, and seasonal processing (e.g. annual enrollment)

Escalation Process: Act as the primary point of contact for general issues/queries raised in process(es) covered (e.g. projects, issue & resolution tracking until closure, exception handling, audits, etc.)

Business Controls: Ensure that business control guidelines are followed and implemented by Practitioners for their respective process area (MSA, SOX, compliance testing, SOD, SAS 70, ISO, BCP, etc.)

Issue Resolution and RCA: Perform Root Cause Analysis (RCA) whenever required and ensure all action items are closed on time. All issues should be properly logged in the issue management system.

Training: Educate new and current train team members for their process areas and provide support and coaching as needed to deliver quality service to client

Back-Up System: Ensure strong back-up system is in place.

Quality Assurance: Reviews all QA Metrics and addresses with actions to improve.

Process Improvements: Identify opportunity areas, design new processes, and implement new/improved solutions to improve results and increase productivity.

Change Management
Receives PCR/RFS raised by clients and initiates discussions with the relevant parties in the change management system. Ensures that system-related PCRs/requests are complete and business requirements are clearly identified
Maintain Change Management Tracking process.

Financial Management: supports the CSM/HRDM in managing financial performance of the account in accordance with planned budget
CLEAR Volumes (Internal Deadline - 4WD): Prepares and uploads the volume.

Report Generation: supports the CSM/HRDM in generating the Account Reports.
Submits Weekly Account report showing the Account overall health and performance, wins, key risks as well as challenges.

Team Meetings: Prepares report and participate in regular Team Meetings / Operational Reviews across processes to cascade information and gather inputs, feedback, concerns from the team and work on addressing them.

Business Continuity Planning:

Participate and coordinate crisis management (manage cross-process critical situations, manage follow through on action items and the communication around it to all stakeholders - site management, client and PMO).

Ensure Account BCP is updated on monthly or regular basis, tested and validated on annual basis.

Maintains strong relationship with Client's Subject Matter Experts
Identifies innovation and process optimization opportunities
Ensure collaborative environment is fostered within and across teams through Agile practices and
principles.
Contract knowledge: Maintains current knowledge of the account's contract, specifically the Talent
Services statement of work (SOW), service level achievement (SLA) definitions, and other
contractual obligations.
Process management: Establishes, implements, and/or cascades process execution standards
such as control points, internal timelines, quality audit guidelines, etc.; performs quality audits as
needed Service delivery management: Creates the SLA reports and provides complete
documentation on SLA waivers as needed; ensures all SLAs are consistently met; alerts the team
to critical updates and potential risks in a timely manner.
Process mastery: Serves as a consultant for daily operational activities; provides mentorship to
practitioners
Performance management: Coordinates with the Tower Lead and HR Delivery Managers (HRDMs)
in addressing practitioners' performance; identifies and recommends actions to correct and/or
improve practitioners' performance; provides feedback on practitioners' performance to be used in
skills evaluation
Process improvement: Identifies areas of opportunity for improving efficiency, accuracy, and other
operational measures of excellence; implements process improvement solutions; assists and
provides input on the development of automation projects identified by the practitioners
Issue management: Identifies potential and actual process execution risks and escalates them to
the client and/or to the Tower Lead based on severity and extent; proposes alternate solutions to
risks and/or issues (potential or actual
Operations reviews: Presents data and provides relevant input or updates for operational and
account dashboards
Business continuity planning: Identifies practitioner back-up systems and communicates them to
the Client
Serves as the point of contact for the client governance team on certain Center-specific matters
impacting the account's deliverables and issues
Process documentation: Creates process documents, job aids, and reference materials that
accurately reflect the client-approved process execution.
Audits: Supports business controls review activities by preparing, reviewing, and/or uploading
required audit documentation within specified timelines.
Makes an initial evaluation of simple client requests to determine scope and impact to headcount
allocation, process, time, etc.; seeks the assistance of the Tower Lead, BOM, and/or HRDMs as
appropriate
At the management team's discretion, assesses the technical capability of applicants and new
hires to determine job fit
Oversees the process certification activities for new hires and existing practitioners
Provides input to the HRDMs on the assignment and distribution of work
Provides process coaching and training for practitioners
Ensures and manages own compliance to IBM and account deliverables, guidelines, and policies;
manage own learning and development activities
Supports Center-level initiatives and priorities